Senior Technical Support EngineerPentaho

Summary
Pentaho is looking for an individual who is a talented and excellent troubleshooter with exceptional communications skills.

This individual is the first point of contact for customers and will interact directly with the customer to troubleshoot, document defects or enhancements. You will be answering a wide variety of technical and best practices questions related to Pentaho?s business intelligence and data integrations products.

You will work closely with other teams within Pentaho such as QA, Engineering, Professional Services, Sales and others.

We rely on our customer support team members to strive to be the best technical support team among the business intelligence community.

Your responsibilities
Provide general product support for installation, configuration, and implementation of the Pentaho Software Suite in a timely manner with a high level of communication and appropriate establishment of expectations.
Document defects and enhancement requests for the customer
Communicating effectively with the Pentaho Engineering and Product Management teams to test, reproduce, resolve and document support cases as an advocate for the customer
Maintaining an accurate and complete description of cases managed through Pentaho's case tracking and problem management system.
Contributing knowledge on a regular basis to the Pentaho Knowledge Base, FAQs, examples and how-to?s for publication for customers and the company knowledge system.
Mentor and support Junior Support Engineers on assigned topics and cases
The right candidate for this position enjoys providing support to other IT professionals in a fast-paced environment with lots of technical variety.

Required Skills
Professional experience in maintaining, developing, or troubleshooting data-driven enterprise applications connected to databases, XML sources, web services, flat file, and big data driven backend system.
Hands-on experience across the following core technologies including:
Web development tools like Java, JSP, XML, HTML, JDBC/JNDI, and others
Operating Systems like Linux, Windows, Solaris, and others
Application servers like Tomcat, JBoss, Websphere, Weblogic and others
Databases like Oracle, MySQL, SQLServer, BigData, and others
Client-side technologies like javascript
Excellent analytical, debugging and problem-solving skills
Quick Learner
Ability to systematically assess and accurately diagnose software-related problems (both individually and within a team setting)
Ability to interact effectively and empathize with customers
Significant prior experience (6+ years) installing, administering and maintaining computer systems and applications in an enterprise IT environment
2 years of Business intelligence background (Reporting, ETL and/or OLAP)
Experience with security systems and LDAP
B.A. or B.S. Degree from an accredited university (may substitute an Associate?s degree plus 4 additional years of experience)
Other Knowledge Skills etc.
Fluency in multiple languages (English, French, German, Spanish) a plus
Major or minor in computer science or MIS a plus
Professional technical certifications a plus
Business intelligence background (Reporting, ETL and/or OLAP)
Experience deploying Business Intelligence (BI) related software and/or building reports within BI related software is a big plus.
Must haves
Passion to explore new technologies
A sense of urgency when interacting with customers
Ability to manage customer expectations
Understanding of the importance and value of good communication
Ability to work efficiently on multiple active support cases, effectively ?switch gears? and manage multiple time-critical tasks
Resourcefulness
Attention to detail
Company
Pentaho has established itself as the clear leader in commercial open source business intelligence and is growing its bookings, customer base, and team rapidly in a challenging economy. Because Pentaho's commercial open source model provides a lower-cost alternative for enterprise-class BI, Pentaho is getting attention from leading analyst firms like Gartner, and racking up public wins over traditional players like Business Objects (SAP), Cognos (IBM), Microstrategy, Hyperion (Oracle), QlikTech, Informatica and Microsoft. With an experienced team of BI and open source veterans, Pentaho is well-positioned for continued growth in the BI market, with presence in North America, Europe, Asia Pacific and Latin America, supplemented by a Global Reseller network. Finally, Pentaho is a fast-moving, fun start-up where employees at all levels and in all departments can make a difference, develop new skills, and enjoy the pace and excitement of disrupting a major enterprise software market by delivering better value for customers.

We offer a competitive salary and comprehensive benefits package which includes medical and dental coverage, life insurance, and 401 (K) plan.